Customer Service Representative (Concierge)

As a Customer Service Representative (Concierge) youll be the voice and problem-solver our customers rely on. Youll play a key role in delivering a best-in-class experience by helping customers navigate everything from installation to troubleshootingmaking their day easier and their connection seamless. This position is located in office at our headquarters in Rochester NY.

Essential Functions

• Serve as the primary point of contact for customers installers and internal teamsdelivering a best-in-class experience every time
• Troubleshoot connectivity and service-related issues via phone email and chat
• Support customers with billing questions service inquiries and inbound sales needs
• Communicate technical information in a clear concise and approachable way
• Accurately document all customer interactions and resolutions
• Manage multiple priorities in a fast-paced team-driven environment
• Collaborate across teams and step in to support additional responsibilities as needed

Knowledge Skills and Abilities

• Strong PC hardware and software knowledge; home networking experience is a plus
• Excellent written and verbal communication skills with a friendly customer-first approach
• Ability to simplify technical concepts for a non-technical audience
• Strong attention to detail and organizational skills
• Ability to work both independently and collaboratively within a team
• Proficiency in Microsoft Office (Word Excel PowerPoint Outlook)
• Curiosity and interest in learning how a fiber-optic network is designed built and operated
• Bilingual skills are a plus

Education and Experience

• Associates degree or equivalent experience preferred
• Because we operate as an essential business flexibility is keythis role includes non-traditional hours and may require weekend shifts to support our customers

Compensation:

Our job titles may span more than one career level. The pay range for this position is $20.00 - $25.00 an hour. The actual salary offered may be influenced by a variety of factors such as: training transferable skills work experience education business needs market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits which include health welfare and retirement are available at Experience:

Unclear Seniority